SHIPPING AND RETURNS


GENERAL SHIPPING INFORMATION
Giajour Ltd ("we" and "us") is the operator of (https://giajour.com/).
By placing an order through this Website you will be agreeing to the terms
below. These are provided to ensure both parties are aware of and agree upon
this arrangement to mutually protect and set expectations on our service.

We are a London based company and we keep most of our stock in the London warehouse, however, some of our new products will need to be pre-ordered which will result in longer shipping times. In such case, once the payment is received, orders will be shipped within 2-3 working days and received in a maximum of 15 working days (we are working in improving these shipping times and partnering up with other couriers). 

After your order has been shipped out, you will receive an email containing details of your order and shipment (including tracking number). We will give you a prompt notification if there are any delays or issues with shipping.
Please use our "Track Order" page for order delivery details. 
 
2. SHIPPING OPTIONS
Shipping Method
Country
Cost
Delivery Days including processing
Standard Tracked Shipping
UK, EU and Russia
 Free
3-12 Working days
Standard Tracked Shipping
US/Canada
 Free
5-12 Working days
Standard Tracked Shipping
Asia
 Free
8-12 Working days
Standard Tracked Shipping
Australia/New Zealand
 Free
10-12 Working days

3. IMPORTANT
Once the order is shipped we cannot assume responsibility for lost or stolen mail. Insurance is available at an additional cost so contact us if you're interested in adding insurance to your order.
4. CUSTOMS FEES

Prices on the website are shown inclusive of UK VAT. If your shipping address is outside the EU then VAT tax will be deducted from your order in the shopping bag page. For orders to US, Canada, Switzerland, China & Hong Kong, Australia, Mexico, South Africa, India and Japan the price of the item is inclusive of duties and taxes. To all other countries outside of the EU we ship on a DDU basis (Delivery Duty Unpaid). This means the recipient will be liable for any local sales taxes or import duties which may be charged on the purchase.

We are unable to advise the amount, as they change from country to country depending on local imports legislation. Occasionally goods may be subject to delays, due to customs or extreme weather conditions. The customer is also responsible for providing any information required by customs to ensure the goods are cleared.
5. SHIPPING ADDRESS
Please double check your mailing address before placing your order via direct checkout or PayPal. We cannot be responsible if you do not receive your order because we were given the wrong mailing address.

6. MISSING PACKAGES AND OTHER ISSUES
Please only contact us at hello@giajour.com if you have not received your order in 3 weeks.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If you have not received the parcel and the tracking shows delivered, our procedure is to send a replacement first.


7. RETURNS

Return/Refund Due To Change Of Mind/ Cancelling order

Giajour will happily accept returns due to change of mind as long as a request
doesn't exceed 2 hours after the order. Unfortunately, after that time frame, our teams from different time zones will process the order and we cannot make further changes. We cannot guarantee customer service will receive your request before the order ships. 

Giajour will happily accept returns due to change of mind as long as a request
to return is received by us within 30 days of receipt of item and are returned
to us in the original packaging, unused and resealable condition.

Return shipping will be paid at the customer's expense and will be required to
arrange their most convenient shipping method through our Return Centre page.

Once returns are received and accepted, refunds will be processed to either original payment method or store
credit for a future purchase. We will notify you once this has been completed
through email.
(Giajour) will refund the value of the goods returned but will NOT refund the
value of any shipping paid.

To initiate a return request please email hello@giajour.com

8. PROCESS FOR PARCEL DAMAGED IN-TRANSIT
We will process a refund or replacement as soon as we receive evidence that the items were damaged/faulty.

9. CUSTOMER SERVICE
For all customer service enquiries, please email us at hello@giajour.com
Our teams will try to answer your queries as soon as possible but the default response time it is 1-3 business days.